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MTN assures subscribers, introduces chatbots to boost CEM


Existing 66 million and potential customers of telecommunications firm, MTN would experience an improved customer care services in 2019.MTN, which stated this, noted that customer service remains a key differentiator for its businesss. According to it, every interaction is an opportunity to engage and meet customer expectations “knowing that we are in business because of customers.”

In an email chat with The Guardian, MTN’s General Manager, Planning and Customer Management, Odunayo Sanya, said the firm’s customer strategy for 2019 and going forward, would be to deliver bright and epic experiences to customers along the lines of convenience, accessibility, self-service, security and speed.

Sanya said MTN has created a deep multichannel strategy encompassing physical, telephone and digital channels in a bid to ensure accessibility and reduce customer effort score.


The MTN’s chief said with over a thousand physical outlets pan Nigeria where customers can access good quality services, to multi-site (3 states) call centres, “our digital care strategy is delivered across Twitter, Facebook, WhatsApp, IVR (handling 25 million contacts/month) channels.

“Recently launched is the MyMTNAPP (with over two million downloads). The App has been carefully designed with our customers in mind to meet their needs on the go.“In 2019, we intend to be even more accessible to our customers across these platforms delivering speed, convenience and superior quality engagements to them.”

Sanya explained that MTN’s recently acquired CEM (Customer Experience Management) tool will deliver proactive customer experiences, stressing that 2019 will see the introduction of chatbots as part of customer care proposition.

According to him, the voice of the customer is loud/respected in MTN. “As such, our commitment in 2019 is to use customer feedback to drive significant improvement through the Close Loop Feedback programmes with our senior management as champions. The continued expansion of our 4G network to ensure high quality customer experience across our services (voice & data) will positively impact our customers in 2019,” Sanya stated.

Meanwhile, MTN has launched Smart Survey for Business in Nigeria in partnership with Communication and Marketing Research Group Limited (CMRG).Called MTN Smart Survey, the service offers survey delivery through the USSD channel to MTN subscribers that have been profiled based on specific attributes, such as age, gender, location, among others. The tool has also been designed in a way that rewards customers with N100 MTN airtime upon completion of questions administered through the survey.Speaking at the launch, Chief Enterprise Business Officer, MTN Nigeria, Lynda, explained that businesses and organisations who subscribe to the service are provided with analysis.reports and recommendations based on the feedback of the respondents through an accredited research agency.

Lynda also reiterated MTN’s commitment to providing tailor made solutions for everyday business challenges. In her words, “We are excited to know how this platform will help in sharpening business ideas and directions in the Nigerian market and MTN Nigeria remains committed in providing platforms to provide seamless business flow, the MTN Smart Survey is not just a tool but a strategic driver and a real enabler of business performance.”

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CEMMTNOdunayo Sanya
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